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I am trying to use Webhooks in Workflow Automator to return “Last Private Note” or “Last Updated Time” from tickets, is there a way to configure custom placeholders?

I am trying to export all products from FreshService to excel using Power Query I can get the first page but we have more than 100 products to return but I am new to Power Query and I cannot find an example of a method to retrieve all the pages until I reach the last one that works with the data from Freshservice. Can anyone point me in the way of a method that would work. 

Since the default font size of articles is ridiculously small, I'm trying to apply a larger font size.There seem to be an issue with the unconfigurable line-height parameter. How do I fix this.Thank you!

FreshService uses several phases in the CM process.  OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.  A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol 

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports 

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work 

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.  

Hi Freshworks Team,We have a customer that wants to filter conversations based on labels. So if we filter based on the Feature Request label, conversations that have been labeled as Feature Request can be shown in the chat list.The ability to make a custom view by the label.Thank you.

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

Hello,How can I collect recurring emails under a single request?Thanks.

Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject:  “Ticket <ticketnumber> has been assigned to <agentName>}

User acceptance in freshservice when asset is allocated.

How do I remove this unwanted banner notification from the tickets view as there is no close button? 

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

First post here on Freshworks so a Big “Hi” to All!Also, apologies if this topic already appears elsewhere - have searched!OK - our Sprout account was opened some 4 years ago and is in daily use. The admin that set up our self service portal content has left and we wish to edit this content. Although the Portal is “active” - viewable by users - there doesn’t appear to be a way to edit the content.If there is a mechanism to do this - I may have missed this option - could you please let me know? Thanks. David Williams - Extinction Rebellion UK 

I would like to ask if the contacts can login to mobile app? or only the Agent?

Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines.  How to do this?    

I’m new to freshdesk, so I don’t really know if this is already implemented. Is there anyway that I can create a ticket (as an agent) from a message?I’ve searced and all I could find is that it might exist for freshservice.

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email.  We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version?    Many thanks.    --- L  

If a customer sends an email to ####@####.freshdesk.com it is taking more than 2 hours to create the ticket and the responses are taking more than 10 minutes to reach customers, there is a problem today?